Customer Service Manager │bgc, taguig cityEastvantage Business Solutions Inc.

Hiring, training, coaching, and leading Case Managers as they provide support for customers
Collaborating with other departments and vendors, ensuring proper flow of product and app knowledge,
delivery of expected service standards, and next issue avoidance
Answering Case Manager's questions, guiding them through difficult cases, diffusing angry customers, or
handling issues that cannot be fielded by Case Managers
Leading team meetings, asking questions to better understand the cases received, educating and coaching Case
Managers regarding processes and practices, and explain expectations to employees
Assisting the management team in identifying trends and establishing Case Management goals
Ensuring Case Mangers are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing Case Management data to improve processes, ensure resources are properly
allocated, and maximize efficiency and customer satisfaction.
Authorize vendor payments, transaction approvals, and refunds, following delegated authority granted.
Providing learning tools and conducting effective trainings to business partner's customer service training
teams
Liaising with business partners and vendors, able to negotiate terms of service and ensure proper governance
protocols are established, maintained and improved during the business relationship.
Taking on other tasks or projects to support employees, other teams, and the Case Management operations.
PHB
With at least 3 years experience as a manger in Customer Service
Experience in a multi-national company under a financial services industry or a technology-driven company, a plus
He must be skilled in:
- Conducting effective trainings (using various training methods)
- Daily operations management
- Coaching and feedback management
- Incident/complaints management
- Issue resolution (next issue avoidance)
- Data / trend analysis
- CRM/customers service technology, software applications, phone systems, etc
He must be able to:
- Collaborate with various stakeholders internally
- Maintain strong relationships with vendors and negotiate terms of services
- Lead and train agents / counterparts
Mid-Senior Level / Manager Customer Service Business Process Outsourcing 1 opening Bachelor's degree graduate
We are a Euro-Filipino Knowledge Process Outsourcing (KPO) company that provides business solutions to global companies. With close to a decade in operations, we have helped several large companies and SMEs tap into the rich and highly-skilled Philippines labor pool to address cost-efficiency and strategic growth measures. Based in the premier business district in the Philippines, we have access to the best infrastructure and talent -- the perfect elements to create and grow your team and your business.Eastvantage brings a wealth of global insight and local knowledge that makes the transition from onshore to offshore simple and seamless.To understand how we use and process your data, please visit http://www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy
Kalibrr

Taguig City, Metro Manila
Permanent
Full-time